Refund policy

Return & Refund Policy

Last updated: November 25, 2025

Thank you for shopping with Hayes Street Candle Company. We want you to love your purchase, and we’re here to help if something goes wrong.

Returns

Because our candles are hand-poured in small batches, we do not accept returns on used candles. However, if your item arrives damaged or defective, please contact us within 3 days of delivery so we can make it right.

Return Goods Authorization (RGA) Required

All returns must be approved before being sent back.
Customers must obtain an RGA (Return Goods Authorization) by contacting us at margie@hayesstreetcandle.com.
Any return sent without an approved RGA number will be refused and returned to sender.

To receive an RGA, please provide:

  • Your order number

  • Photos of the damage or defect

  • A brief description of the issue

We cannot accept returns or exchanges for:

  • Opened or burned candles

  • Items purchased on clearance or marked final sale

  • Orders placed with an incorrect address provided by the customer

Refunds

If your return is approved and the product is eligible, refunds will be issued to your original method of payment. Return shipping fees will apply and will be deducted from refund.
Please allow 3–7 business days for your refund to process, depending on your bank.

Exchanges

We are happy to replace items that arrive damaged or defective.
If the item you want to exchange is no longer in stock, we will offer a refund or store credit.
An RGA is required for any item being returned for an exchange.

Order Changes & Cancellations

Orders can only be changed or canceled within 24 hours of purchase, as we begin preparing shipments quickly.
After that window, we cannot guarantee any modifications.

Incorrect Address

If a package is returned to us due to an incorrect or incomplete address, the customer will be responsible for reshipment costs. Refunds for abandoned packages cannot be issued.

Local Pickup Orders

Local pickups must be collected within 14 days of fulfillment. Unclaimed orders are not refundable, but we will attempt to contact you before cancellation.

Lost or Stolen Packages

Once an order has been marked as delivered by the carrier, Hayes Street Candle Company is not responsible for lost or stolen packages. We will do our best to help you file a claim with USPS.

Need Help?

Email us at margie@hayesstreetcandle.com and we’ll be happy to assist you.